Istanbul, Türkiye
•Spearheaded the launch and structuring of the Learning & Development (L&D) function, establishing scalable training frameworks and operational learning standards. •Localized global training materials to ensure alignment with local operational processes and improve training effectiveness. •Developed and implemented structured training programs and learning processes to support operational efficiency and learning quality. •Designed training plans that minimized operational disruption while maintaining high training standards. •Monitored training performance metrics and implemented data-driven improvements to enhance learning outcomes. •Strengthened collaboration between the Learning team and cross-functional stakeholders including Operations, PxT, and WHS. •Trained and enabled instructor teams on updated learning materials, operational processes, and training methodologies. •Delivered presentations at company-wide initiatives to promote a culture of continuous learning and development. •Organized learning activities and development initiatives to support employee engagement and capability building. Operations Onboarding Point of Contact – Türkiye •Prepared and standardized Standard Operating Procedures (SOPs) for the in-house training and onboarding experience. •Coordinated onboarding programs to ensure structured and consistent Day-1 learning delivery. •Monitored onboarding metrics and implemented improvements to strengthen ramp-up speed and training quality.
Launched the Customer Service (CS) department, localizing training documents for relevance and effectiveness. Developed and improved training processes to ensure quality and efficiency. Actively participated in and drove the continuous improvement culture and lean projects. Identified and eliminated barriers to accuracy, productivity, and quality. Carried out supervisory responsibilities in accordance with Amazon’s policies and procedures, including interviewing, training, and motivating employees. Mentored new joiners to expedite their learning curve and devised action plans to develop and groom associates into future CS team members. Actively sought solutions and provided trends and feedback to drive technology and operational improvements, interfacing effectively with internal teams. Communicated policies to associates and served as the primary information source for staff, ensuring compliance and consistency; took corrective action as necessary and documented issues and actions taken. Developed a customer service training program that improved customer service representatives' ability to handle customer inquiries Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience Developed customer service scripts to ensure consistent customer service across all customer service channels
Participated in the Work and Travel (WAT) program, working as a sales consultant in a hotel store for 8 months. Assisted customers with product selection and provided excellent customer service to enhance their shopping experience. Maintained store inventory and ensured merchandise was displayed effectively. Processed sales transactions accurately and efficiently. Contributed to achieving sales targets and store performance goals. Collaborated with team members to ensure smooth store operations and a positive customer experience.